Service Innovation Developer

WereKingfisher A team made up of over 74000 passionate people who bring Kingfisher - and all our other brands: B&Q Screwfix Brico Depot Castorama andKoctas- to life.Thatsrightwerebig but we have ambitions to become even bigger and even better. We want to become the leading home improvement company and grow the largest community of home improvers in the world. Andthatswhere you come in.

AtKingfisherour customers come from allwalks of life and so do we. We want to ensure that all colleagues future colleagues and applicants to Kingfisher are treated equally regardless of age gender marital or civil partnership status colour ethnic or national origin culture religious belief philosophical belief political opinion disability gender identity genderexpressionor sexual orientation.

We are open to flexible and agile working both of hours and location. Therefore we offer colleagues a blend of working from home and our officeslocatedin London Southampton & Yeovil. Talk to us about how we can best support you!

We are looking for a Service Innovation Developer to joinusto helpshape a seamless and supportive ITserviceexperience for colleagues across Kingfisher. By improving how services are accessed and resolvedusing existing tools as well as developing AI capabilities you will enable colleagues to get what they need quickly and confidently.

This role will be based at our B&Q Head Office just outside Southamptonwith an expectation of 12 days a month in the office.

• Improving the colleague IT support experience byidentifyingopportunities for continuous improvement through data insightsand existing or emerging tooling.

• Delivering technical support across incident request problem and change activities aligned to agreedobjectivesand outcomes.

• Designing and improving Virtual Agent and self-service capabilities so colleague-facing tools work together smoothly.

• Contributing to agile delivery by estimating workidentifyingblockers testingsolutionsand ensuringtimelyrelease of agreed stories.

• Driving automation to reduce manual contacts and enable real-time always-available support for colleagues.

• Monitoring usagevalueand experience measures to track impact and inform ongoing improvement.

• Working collaboratively with third-party partnersdevelopersand service teams to evolve services and shape future capabilities.

• Experience in an IT role ideally involving AI-enabled or chatbot-based support solutions.

• Practical knowledge of ServiceNow including Virtual AgentNowAssist access control and performance dashboards.

• Understanding of ITIL principles and service management processes.

• Experience of working in an agile environment contributing to sprint-based delivery.

• Strong analytical and communication skills with the ability to workconfidentlyindependentlyand collaboratively across different teamsand colleagues at all levels.

Be Customer Focusedconstantly improving our customers experience

• Ilistento mycustomers

• I use available data to help make decisions

Be Human acting with humanity and care

• I do the right thing

• I am respectful

Be Curious thrive on learning thinking beyond the obvious

• I build and sharenew ideas

• I try new things and share my learnings

Be Agile working with trustpaceand agility

• I have courage to be creative

• Done is better than perfect I aim for 80/20

Be Inclusive acting inclusively in diverse teams to work together

• I embrace allyship

• I have self-awareness and a desire to learn

Be Accountable championing the plan to deliver results and growth

• I own my actions

• I understand the Kingfisher plan and how it relates to my role

At Kingfisher we value the perspectives that any new team members bring and we want to hear from you. We encourage you to apply for one of our roles even if you do not feel you meet 100% of the requirements.

In return we offer an inclusive environment where what you can achieve is limited only by your imagination! We encouragenew ideas actively support experimentation and strive to build an environment where everyone can be their best self. Find out more about Diversity & Inclusion at Kingfisherhere!

We also offer a competitive benefits package and plenty of opportunities to stretch and grow your career.

Interested Great apply now and help us to Power the Possible.

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